Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Can a supervisor adjust the queues of agents?

    Posted 10-05-2018 18:02
    No replies, thread closed.
    How would a supervisor be able to quickly manage the queues that agents are in.  I know that as an admin, I can go to "people" and adjust the membership of agents in queues and I can then adjust a persons Skills to make them eligible for those queues. and I know that as an agent, they can put themselves in or out of the Queues that they are a member of.  

    My question is - How do I tell my supervisor to do this on their end?

    Thanks!

    ------------------------------
    Christina Ross
    National Media Calls
    ------------------------------


  • 2.  RE: Can a supervisor adjust the queues of agents?

    Posted 10-05-2018 22:13
    No replies, thread closed.
    As long as the agents are already members of the queues, then supervisors can Activate or Deactivate them from several of the views under Performance, as long as they (the supervisors) have the rights needed to see the view.

    There is a top-level article in the Resource Center which has links to the various views, and thos other articles contain information on the permissions needed and how to activate/deactivate agents:

    https://help.mypurecloud.com/articles/activate-agents-on-queues/

    As an example, you can do it from the Queues view, with directions under Activate Agents in this article:

    https://help.mypurecloud.com/articles/queues-views/

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Can a supervisor adjust the queues of agents?

    Posted 10-07-2018 03:49
    Edited by Sajid Abbas 10-07-2018 05:22
    No replies, thread closed.
    In addition to what @George Ganahl has mentioned,

    You can also use 'Purecloud Supervisor' app on an iPad to activate/deactivate agents on real-time using the queue tab.



    Please note, the agent must part of all the queues you are attempting to activate/deactivate.


    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
    ------------------------------

    Original Message


  • 4.  RE: Can a supervisor adjust the queues of agents?

    Posted 10-08-2018 09:10
    No replies, thread closed.
    Thanks, Sajid! I forgot about the iPad Supervisor app.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


Related Content